Production Support Analyst

The APS Analyst (“Analyst”) is responsible and accountable for daily support and health of the production environment for multiple applications in the APS Functions portfolio. Such tasks include change, user request, incident, and problem management for the department. As required, functional support and user setup may be performed. The Analyst shall serve on a team which acts as the first point-of-contact (Level 1 and 2) : the role will be to receive, to record, and to understand issues, to fix known issues, suggest improvements, route unknown issues to Level 3 support staff, and to then communicate the resolution to the requestor. Assist the user community to resolve technical issues. Coverage during weekend and off-hours are on an "as needed" basis. The position will be required to work off normal working hours.

MAIN RESPONSIBILITIES

Level 1 and 2 Support

• Active monitoring of production activities
• Perform remediation steps when required
• Interface with external IT communities to resolve incidents
• Work with development community for Level 3 incident escalations
• Log work and effort in support tracking application and work with team and management to reduce recurring issues
• Available for after-hours support activities, when necessary

Change and Request Management

Reporting & Special Projects

REQUIREMENTS

TRAINING AND OCCUPATIONAL EXPERIENCE

Support role experience required ( >

5 years’ experience)

Experience in Banking / Financial sector preferred

Knowledge Core Banking applications and / or data warehousing preferred

DevOps knowledge will be an advantage

ESSENTIAL SPECIFIC REQUIREMENTS

Strong database skills (Oracle, MS SQL)

Unix / Linux hands on experience with knowledge of day to day commands

Scripting experience (Shell, powershell, …_)

Scheduling tools (Autosys)

Monitoring tools (Sysload, Geneos)

Collaboration Frameworks (SharePoint)

File transfer protocols

Prior experience in a banking environment will be an advantage

SKILLS AND BEHAVIOURS

Strong communication skills (written and verbal)

Good organizational skills

Basic office software literacy (Microsoft Office, etc.)

Professional attitude and good interpersonal behavior

Autonomy and adaptability; must be able to take initiative and be proactive

Global financial products knowledge, a plus

Project management skills, a plus